Consumerism in the Era of COVID-19...2020/08/13 · workforce platform and over 50,000 caregiver voices using COVID-19–focused pulse surveys. Positive Practices Emerging During

© 2020 Press Ganey Associates LLC1

Integrated solutions that enable health care enterprise transformation

Consumerism in the Era of COVID-19:The Critical New Focuses for CEOs and Senior Leaders

August 13, 2020


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Today’s Speakers

Patrick T. RyanChairman and Chief Executive Officer

Press Ganey Associates LLC

Chrissy Daniels, MSChief Experience Officer


Thomas H. Lee, MDChief Medical Officer



Press Ganey’s Milestone Study Defines the New Consumerism in the COVID-19 Era

This report offers insight into the concept of patient trust as the core of the New Consumerism in health care and describes how Press Ganey can partner with organizations to measure and build trust using an approach that encompasses the following critical components:

• Development of an effective and comprehensive data strategy

• Derivation of deep insights from robust quantitative and comment analyses

• Data-guided performance improvement using the principles of high reliability

Download the Report at PressGaney.com >

https://www.pressganey.com/resources/white-papers/covid-19-and-the-new-consumerism


• What we talked about at the J.P. Morgan meeting in January was convenience.

• In February and March, the COVID-19 virus began to spread, and what mattered to consumers/patients changed rapidly.

• Inpatient and ED patient survey data from hospitals around the country show more improvement in a month than is usually seen in a year.

• The hotter the hot spot, the greater the increase.

• We are at an inflection point—what matters to patients and personnel now is clearer and more compelling than at any point in our history.

Momentum Matters: The CEO’s Perspective

0

2

4

6

8

10

12

14

Overall rating Teamwork Skill of MDs Skill of RNs

% Change Feb.–March 2020

US Washington NY


• The Good News

– In 1 to 2 years, the health threat of COVID-19 will likely be much less.

– The public appreciates health care now as never before.

• The Bad News

– Pressures for efficiency will be intense because of government department and employer financial struggles.

– Patients and caregivers will both be adapting to new care models.

• Implications

– Understanding what is important to consumers is critical for success.

– The focus has shifted from convenience to trust.

The Strategic Landscape


• Trust is confidence that you are going to be treated fairly in circumstances you haven’t even thought of.

• Trust can’t be assumed or taken for granted.

• It has to be deserved, earned, and built.

• Deserving it begins with having values that resonate.

• Earning and building trust is based on high reliability in pursuing those values.

What Is Trust—and Why Does It Matter So Much Now?


CultureSafety, Teamwork…

Likelihood to

Recommend/Loyalty

confirming patient TRUST

ClinicalSkill, Prep for Discharge …

Caring BehaviorsCourtesy, Inform, Empathy, Privacy…

OperationalAccess, Timeliness, Environment, Amenities

The Impact of COVID-19 on Patient Trust

Baseline trust in the

medical system

Patient Trust Pre–COVID-19


VULNERABILITY TO DISEASE

The disease is still incompletely understood, and the efficacy of treatments remains uncertain.

1. COVID-19 is highly contagious.

2. Neither patients nor caregivers are sure that health care organizations can keep them safe.

3. These fears have been exacerbated by concerns that supplies of PPE, ventilators, and ICU beds might not be adequate.

CONTINUED AMBIGUITY IN CARE DELIVERY

1. Loss of familiar cues that suggest to patients that they are in good hands.

2. Prohibition of family visits during hospitalization.

3. Patients can tell their caregivers are struggling to learn new ways of performing basic functions.

4. Patients have also been asked to put individual needs behind public needs.

How COVID-19 Impacts Patient Trust


• Since March 2020, Press Ganey has collected

more than 18 million comments from across the continuum.

• Early themes of gratitude for caregiver empathy and compassion continue to dominate positive feedback from patients.

Human Connection More Valued Than Ever

“Using AI to Understand the Patient Voice During the Covid-19 Pandemic,” https://catalyst.nejm.org/doi/full/10.1056/CAT.20.0103.

https://catalyst.nejm.org/doi/full/10.1056/CAT.20.0103


Henry Ford Health System: Rana Awdish, MD; Nurses of Pod 4; Stan Linder, MD; Robert Granger, Patient; Story of COVID-19 victim Marlowe Stoudamire

Understanding the Human Journey and COVID-19

https://www.thisamericanlife.org/709/the-reprieve

https://www.thisamericanlife.org/709/the-reprieve


Rebuilding Trust in the COVID-19 Era


• Acknowledge that care delivery is not going to “return to normal,” but any changes remain grounded in a commitment to safety for patients, families, and caregivers.

• With all the media focus on health care’s financial losses, organizations will need to reinforce that their values remain the same even if care delivery models may be different.

– This will need to be reinforced continually as patients are returning to the health system in different waves.

Start with Authenticity


Vanderbilt University: Shriji Patel, MD; Nancy Lorenzi, PhD, MA, MS; Terrell Smith, MSN, RN; Brian R. Carlson, MHSA, MBA; and Paul Sternberg, MD

Critical Insights from Patients During COVID-19: Healthcare Trusted Source




SPEAK UP

Communities are seeking information from health system executives and physicians,and social media is the platform for delivering these messages.

How health systems are communicating via social media:1

• 34.9% Facebook

• 18.4% Twitter

• 16.5% Instagram

PART OF A LARGER SOCIAL DIALOGUE

Start with Authenticity

83%of consumers like when brands respond to questions asked on review sites2

68%of consumers want brands to participate in online conversations2

48%of consumers are more likely to make a purchase with a responsive brand than an unresponsive brand2

1 Binary Fountain study; 2 The Sprout Social Index, Q2 2017


A critical part of empathy is willingness to acknowledge fears.

Reopening previously closed care delivery will require specific communication and transparent reporting on these topics:

• Universal concerns patients have about getting sick from other patients or caregivers

• Public reporting of sufficiency of PPE

• Public reporting of caregiver transmission rates

• Limiting use of waiting areas by patients or families; when possible, keeping patients in their cars until ready to be seen

• The cleanliness of the facility, including video examples of cleaning processes highlighting the environmental services staff who do the work

• Disease-specific interviews with physician leaders about the risks of failing to return to care (e.g., obstetrics, cardiology, diabetes care, etc.)

Operationalizing Empathy


Opportunities Can Be Lost


Safety has NEVER been more crucial to the consumer experience.

• Patients have become knowledgeable through the COVID-19 pandemic.

• Patients need more assurances that care is now safe beyond reopening.

• Explanations of how and why decisions to reopen care have been made should include

– Clear protocols

– Social media

– Signage

– Most importantly, training in how caregivers communicate with patients

Sharing Logic


Patient-Defined Safety Priorities


Vanderbilt University: Shriji Patel, MD; Nancy Lorenzi, PhD, MA, MS; Terrell Smith, MSN, RN; Brian R. Carlson, MHSA, MBA; and Paul Sternberg, MD



Since March 2020 Press Ganey has collected

over 375,000 caregiver voices across our

workforce platform and over 50,000 caregiver voices using COVID-19–focused pulse surveys.

Positive Practices Emerging During COVID-19

• Remarkable transparency with workforce around COVID-19 care delivery, finances, and reopening strategy

• Strong leadership connection to safety for patients, families, and caregivers

• Focus on reducing suffering and delivering care with empathy

• Appreciation of individual and collective caregiver sacrifice

• Rapid-cycle improvement to ensure the safety of all

The Connection Between Caregiver Engagement and Experience Is Stronger Than Ever

Engagement data show marked

variability in workforce perceptions

of organizational commitment to

safety, quality, and teamwork.


2019

Jan.–July 2020

Quick Facts: Telemedicine

115,000

7,500,000+


Telemedicine Essentials: Physician–Patient Communication

Authenticity

Clearly define your goals for the encounter.

Warmth of opening and closing greetings; starting with a smile goes a long way.

Confirm that the patient can hear and see you clearly.

Agenda Setting

Identify priorities.

Negotiate if needed.

Restate the agenda.

Empathy

Convey empathy through language rather than body language and touch.

Closing Checklist

Summarize the plan.

Reinforce any actions that the patient will take.

Review questions and answers.

Provide guidance on what to watch for should a problem worsen.


University of Pennsylvania Medicine: Jeffrey H. Millstein, MD, FACP, and Stephanie Kindt, MA, Esq.

Webside Manner Emerging Practices




Telemedicine Essentials: Technology, Process, and Teamwork

Ease of Platform

Provide written instructions about platform use upon scheduling.

Confirming and Coordinating

Confirm appointment and technology platform 1 to 2 days prior.

Test technology with patients.

Visit Flow

Collect patient records and test results prior to the appointment.

Collect patient history and medication summary.

Pre-visit planning: questions, requests, priorities.

Communicate delays.

Follow-Up

Post-appointment follow-up for labs, testing, referrals.

Ensure after-visit summary received and understood.

Confirm how best to communicate questions and concerns.


University of Utah Neurology: Susan Baggaley, NP and Vivek Reddy, MD

Specialty and Subspecialty Virtual Teaming: Real-Time Innovation

https://accelerate.uofuhealth.utah.edu/connect/designing-a-virtual-clinic-workflow-that-actually-works-for-your-team

https://accelerate.uofuhealth.utah.edu/connect/designing-a-virtual-clinic-workflow-that-actually-works-for-your-team


• Patients trust health care providers (nurses/doctors) now more than ever.

• COVID-19 has exposed vulnerabilities within health care delivery that must be addressed in order to accelerate patients’ return to care.

• Patient needs and fears are changing, so patient experience measurement is more crucial now than ever.

• Health care organizations and physicians are trusted sources of information. Leverage social media to have a conversation.

• Organizations show empathy by their willingness to acknowledge and proactively address fears.

• Safety has never been more crucial.

• Virtual care is here to stay.

The New Consumerism: 7 Things to Remember

Execution Matters



Questions?


Enter Questions in the Q&A Box

All lines have been muted.

Enter your questions in the Q&A box.

If we don’t get to your question today, we will

follow up via email.



Thank you!

If you have any additional questions, please email [email protected].

mailto:[email protected]?subject=June%209,%202020%20Telemedicine%20Webinar

Documents

Consumerism in the Era of COVID-19...2020/08/13 · workforce platform and over 50,000 caregiver voices using COVID-19–focused pulse surveys. Positive Practices Emerging During